TQM AND COMPETITIVE ADVANTAGE: EXPERIENCES WITHIN AMMAN’S ENGINEERING, ELECTRONICS, AND IT SECTORS

Purpose: This paper aims to explore the impact that Total Quality Management (TQM) has on achieving competitive advantage within the engineering, electronics, and information technology (EEIT) sectors in Amman from the perspective of senior managers. Methodology: Following an extensive review of the current literature, and underpinned by a pragmatic theoretical approach, this study adopted a quantitative methodology gathering survey data via an online questionnaire from 154 senior managers across 15 different enterprises operating within the EEIT sectors. Findings: The study indicated that from the perspective of senior managers, across the different sectors, TQM has a positive impact on competitive advantage in relation to reducing waste, increasing efficiency, improving quality and enhancing employee satisfaction which subsequently results in improved financial performance. The findings suggested that across the three sectors, TQM practices were relatively well established, although not many were based on formal TQM models, and that senior managers support key principles of TQM. However, the study also identified a number of perceived structural barriers within the TQM implementation process which impact on competitive advantage including insufficient resources, under-developed systems and support structures and a lack of access to appropriate training. Originality: This study makes a valuable contribution to the debate on the strategic value of TQM in delivering competitive advantage and helps to increase understanding of the relationship between the two. Its focus on three different industrial sectors enables diverse views and experiences to be compared and contrasted therefore making a useful addition to the body of evidence within this field.